Consumer personal information is available, for a price, for anyone who wants to try to hack consumer accounts. This has implications for telcos around the world as they need to both authenticate customers and prevent fraud across all of their digital and physical channels, all while providing a frictionless experience for their subscribers. Indeed, according to the most recent CFCA Survey, subscriber fraud and account takeovers- which can result in the ordering of new equipment, the addition of subscriptions and the obtaining of additional SIMs- is costing operators over $12 Billion per year, and growing.

So what are leading communications service providers (CSP’s) doing to combat the threat? What are the roles and limitations of current biometrics being used today? And how can omnichannel biometrics position CSP’s to prevent subscription fraud and account takeovers, without compromising the UX or increasing average handle time / agent productivity? This webinar experts from Deutsche Telekom and Nuance will discuss new research from iGR on how CSP’s are addressing these issues, as well as a real world case study from one of the largest telcos in Europe.

This webinar will review:
  • the need for frictionless authentication in all customer care channels
  • the risks involved and the potential for fraud
  • the size of the customer support process and potential size of fraud
  • how biometric solutions address the problem
  • recent use cases where biometrics have been used in the customer support channels to address potential fraud

Featured Speakers

Brett Beranek

VP & General Manager, Security Business
Nuance Communications

Brett Beranek is responsible for Nuance’s global biometrics business unit and works closely with the company’s telecommunications clients. He earned a Bachelor of Commerce, Information Systems Major, from McGill University as well as an Executive Marketing certificate from Massachusetts Institute of Technology’s Sloan School of Management.

Caroline Clemens

Senior User Interface Designer
Deutsche Telekom

Caroline Clemens, an expert in voice recognition and linguistics at Deutsche Telekom, has overseen the first implementation of voice biometrics in Germany. The project has succeeded in providing strong customer experience outcomes and contact center efficiencies. Previously, Caroline worked at the T-Lab in Berlin, the Deutsche Telekom innovation laboratories.

Iain Gillott

Founder and President

Iain Gillott, the founder and president of iGR, is an acknowledged wireless and mobile industry authority and an accomplished presenter. Before founding iGR, Mr. Gillott was a Group Vice President in IDC's Telecommunications practice, managing IDC's worldwide research on wireless and mobile communications and Internet access, telecom brands, residential and small business telecommunications and telecom billing services.

Date:  Wednesday, August 21, 2019
Time:  12pm ET / 9am PT
Duration:  1 Hour

Register now for this webinar